Notes

7 CSA
1. customer satisfaction
2. message and information
3. pronunciation
4. language structure
5. tone, expression and smile
6. listening comprehension
7. vocabulary

customer profiling:

1. Analytical Customer Profile

- introverted, indecisive, logical, picky, critical, obsessive, withdrawn, orderly

***
be prepared
Stick to facts
Geek flag must be up

2. Controller

- Extroverted, aggresive, logical, pushy, tough, dominating, decisive, impatient, controlling

***
Bullet points of information
Get to the point
Give options

3. Amiable

- Introverted, confirming, emotional, unsure, dependable, awkward, agreeable, people pleaser

***
Build a personal relationship
Focus on building a report
Provide options


4. Enthusiast

- extroverted, excitable, emotional, reactive, enthusiastic, undisciplined, friendly, dramatic, people pleaser.

***
Build a personal relationship
Personality is the key
Provide options


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Thought organization
*** Core Statement / Topic Sentence

- identify the core/topic, state the reason why, conclusion/recommendation


E - EXAMPLE is mentioning something that shows the type of thing you are talking about
S - STORY is retelling something that happened and picking out the important details of the event helps in quickly building relationships
C - COMPARE AND CONTRAST
Comparing is identifying the similarities between two things whereas contrasting is focusing on the difference between two things
A - ASSOCIATE is coming up with relevant ideas.
P - PROCESS is telling a person what you want them to do and also explaining how it works so they understand
E - EXPLAIN JARGON (jargon) is terminology used by particular groups of people in relation to their particular groups or profession

Other techniques:
TRANSITION STATEMENS like:
First, Second, third; one, two, three
Next, then,, afterwards, finally
In addition, moreover, to add
For example, for instance, namely

STICK TO THE TOPIC
DONT END WITH "THAT'S IT"
GIVE A DECENT CONCLUSION OR SUMMARY



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Brevity - concise and exact use of words in writing or speech. Shortness of time.

Catching the red eye - commercial aviation, a red-eye flight is a flight scheduled to depart at night and arrive the next morning. The term "red-eye" derives from the symptom of havingred eyes, which can be caused by fatigue or late-night travel.

Responding appropriately - Responding appropriately. You may be very good at listening to other people and sometimes it is not necessary to say very much at all in response. For instance, if a distressed person is telling you their troubles, they probably just want you to listen in a way that shows them you care.


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QUEST 1

Start code: 9221
Password 1: ADVOCATE
Password 2: GEOGRAPHY or CHAMPION

JARGONS:
Lay of the land - the way a situation seems at a particular time
hit the books - to study
sight for sore eyes - you are happy to see someone

PST:
1. NV- Silver State
2. OR
3. CA - Grape City (Sacramento)
4. WA

MST
1. MT - 3rd least popular state
2. ID - potatoes
3. WY
4. UT
5. CO
6. AZ
7. NM

CST
1. ND
2. SD
3. NE
4. KS
5. OK
6. TX
7. MN
8. IA
9. MO
10. AR
11. LA
12. WI
13. IL
14. MS
15. AL

EST
1. MI
2. IN
3. KY
4. TN
5. GA
6. FL
7. OH
8. SC
9. NC
10. VA
11. WV
12. PA
13. NY
14. MD
15. ME
16. DE
17. NJ
18. CT
19. RI
20. MA
21. VT
22. NH

***HAWAII


PLACES
in- cities, states and continents
on - specific roads highways blvds or ave
at - specific locations

TIME
at
PRECISE TIME in
MONTHS, YEARS, CENTURIES and LONG PERIODS on
DAYS and DATES
at 3 o'clock in May on Sunday
at 10.30am in summer on Tuesdays
at noon in the summer on 6 March
at dinnertime in 1990 on 25 Dec. 2010
at bedtime in the 1990s on Christmas Day
at sunrise in the next century on Independence Day
at sunset in the Ice Age on my birthday
at the moment in the past/future on New Year's Eve

Alfa, Bravo, Charlie, Delta, Echo, Foxtrot, Golf, Hotel, India, Juliet, Kilo, Lima, Mike,
November, Oscar, Papa, Quebec, Romeo, Sierra, Tango, Uniform, Victor, Whiskey, X-ray, Yankee, Zulu.


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QUEST 1 - 290
QUEST 2 - 810
QUEST 3 - 620
QUEST 4 - 875
QUEST 5 - 702
total = 3297
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How to put a caller on HOLD

I - Inform
E - Estimate
A - Ask
T - Thank

***
A - Ask (if you get disconnected)
C - Check-in (still processing and needing more time)
U - Update (inform how many additional minutes needed)

5 on Hold DONT's
1. Do not interrupt the call to put them on hold.
2. Don't put customers on hold for more than 2 minutes
3. Don't put customers on hold multiple times excessively in one call.
4. Don't make them call you back; you call them back
5. Don't be rude - no matter how the mad a customer may be.